Johnson Linda Email and Phone Number

• Answered and documented an average of 45 incoming calls, determine their nature and respond to complex calls relating to health plan benefits.• Responded professionally to inquiries from internal/external customers. Provided customer service by demonstrating skills which are consistent with the organization's philosophy of providing extraordinary customer relations and quality service.• Initiated contact with the appropriate Health Plans, medical groups and facilities personnel to obtain information relevant to the concern or inquiry as needed.• Verified coverage for Medical Providers and educated members about their medical benefits, advising of their financial requirements and what’s covered under their policy. • Evaluated data to determine and implement the appropriate course of action to resolve complaints and/or coordinate service recovery.• Consistently supported compliance and the Principles of Responsibility by maintaining the privacy and confidentiality of information, and protecting the assets of the organization.• Documented conversations with members according to procedure.• Reset passwords for Kaiser web-sites and instruct members on how to navigate the self-service features in order to reduce call volume.• Processed payments for monthly premiums.• Contacted medical facilities on behalf of members to set up appointments and assign physicians.

Voice Operations Lead Rep 2009 to 2017Assigned an average of 600 phone orders for correction per day to 65 agents in 3 regions to ensure timely processing for phone activation. Trained and mentored agents on proper order correction procedures and address verification to comply with emergency services regulations. Liaison between customers and phone providers ensuring adherence to operational procedures and addressing customer concerns.

Assisted the supervisor with call escalations regarding technician delays, billing and service outage issues to alleviate customer hold time. Provided technical expertise in communication networking components (e.g. modems, routers and LAN topology and Ethernet connections) for customer’s doing self- installs to reduce costly technician installations. Provided product information to new and existing customers to increase company sales.